Two years ago MyCustomer conducted research looking at the role and responsibilities of CX leaders to reveal the commonalities and the differences between the key figures running customer experience programmes. But since we conducted that study, the world and the CX profession has changed dramatically. With that in mind, MyCustomer - in partnership with TTEC and the European Customer Experience Organization - has once again conducted a survey of customer experience leaders to examine the roles, responsibilities, teams and budgets of today's CX leaders, and detail how they have developed in the last two years. And by comparing our 2022 findings to 2020, we are able to see how the profession is developing and how it is faring under the considerable pressures of the past two years - an in-depth exploration of the evolution of customer experience leadership at this point in time.

2. MyCustomer’s 2022 The Changing
Face of CX Leadership research
report surveyed 123 customer
experience leaders across EMEA,
North America and Asia Pacific.

3. We compared their roles and how
they have evolved based on the
findings from our flagship
customer experience research
from 2020.

5. EXPERIENCE IS KEY…
"37% of respondents have 10 years or
more experience working in the field of
CX – up from 29% with that same level
of experience in our 2020 study."

6. …HOWEVER, TENURES ARE SHORTENING

7. “22% of customer experience
leaders report that they are
the sole member of their team
- compared with 11% in
2020."

8. A large proportion of
CX leaders continue to
report to the CEO…

9. "Around a third (30%) are now
responsible for digital
transformation at their organisations
- up from 22% two years ago -
obviously a field where there has
been a great deal of activity."

10. CX LEADERS ARE OPTIMISTIC FOR
THE FUTURE

11. CX LEADERS
INVEST IN A
MULTITUDE OF
TOOLS AND
TECHNOLOGIES…

12. …HOWEVER, OWNERSHIP OF
BUDGETS HAS SHIFTED
“47% of CX leaders had their own budget in 2020,
this year that number is down to 27% - putting it
only just ahead of marketing, which is funding
22% of CX teams.”

13. NPS CONTINUES
TO DOMINATE
METRICS

14. FINANCIAL METRICS INCREASE
“The most commonly used
measurements after NPS or CSAT are
revenue/financial metrics, reported by
38% compared with 31% in 2020.”

15. READ THE REPORT
IN FULL
CLICK HERE TO DOWNLOAD